Technical Specialist

ESSENTIAL SKILLS REQUIREMENTS:

· Experience with ITIL processes (Incident, Change and Problem management)

o Plan and execute maintenance tasks (change management)

o Plan and execute infrastructure lifecycle tasks (technical lifecycle, change management)

o Resolve incident tickets

o Analyse and resolve problem tickets

· Experience with VIP and End-user support

· Experience with technical documentation, standard operating procedures and user support guides

· Experience with Active Directory/Azure Active Directory

· Exposure to device management (SCCM, Workspace One, Microsoft Intune etc..)

· Exposure to troubleshooting infrastructure, network and integration issues

· Basic German Language

· Any additional responsibilities assigned in the Agile Working Model (AWM) Charter

ADVANTAGEOUS SKILLS REQUIREMENTS:

· Experience in operation of Linux Servers and/or Windows Servers

· Experience in Windows Client OS, GPO and patch management

· Experience with cloud technologies and cloud providers (Microsoft Azure, Amazon Web Services, Google Cloud Services)

· Experience with Scripting (Powershell, Bash etc.)

· Experience with monitoring solutions (SCOM, Dynatrace, Site24/7 etc.)

· Experience with SQL (MS, Oracle etc.)

· Experience with Jira and Confluence

· Soft Skills

o Excellent communication skills in a clear a concise way with team members, stakeholders and management on an appropriate level of detail

o Ability to deliver on time and in excellent quality

o Strong ability to analyse issues, build a resolution plan and bring it to successful implementation

o Strong ability to understand technical dependencies and enterprise setup on a global scale

WHICH QUALIFICATIONS/EXPERIENCE DO WE NEED FOR THE ROLE?

· A university degree/diploma in a relevant field of study (e.g. computer science, engineering, sciences) or a comparable qualification or 3 years IT experience

WHAT WILL BE YOUR ROLE AND RESPONSIBILITIES?

· Daily monitoring and resolution of English and German IT Service Management (ITSM) VIP and end-user support requests

· Be responsible for the verification, planning and actioning of maintenance tasks together with other infrastructure teams

· Continuously work on improving the operational stability

· Work on automation of platform operations, troubleshooting and maintenance topics

· Interact with an international product team, external providers, vendors and customers.

o Treat security as a first-class citizen

o Work closely with stakeholders, development teams in constantly improving our Endpoint Management platforms stability and availability

o Work with other IT teams on integration of new features and components